Pod tracker Trouble shooting

Last updated 5 years ago First published 15 February, 2017

Computers,Business,Technology,GPS English Rating: Above 18 Shortest path: 3 nodes Longest path: 15 nodes Possible solutions: 38
Transcription
  • what is the nature of complaint? Pod damage/loss. Location issue. Bluetooth and syncing. Battery. Safe Zone Issue. Home wifi.
  • If the customer is un able to connect their pod to their home wifi it i likely that they have a 5Ghz connection. They will need to connect the pod to the 2.4Ghz connection. Advise the customer to attach the pod to their alternative or manual connect the wifi router in the backend using MAC#.
  • which of the following is most appropriate. Wrong location. inaccurate. Not locating.
  • Is the pod at home. yes. no.
  • have you set up the Home wifi? No. yes.
  • In the phone app, from the map page click on the three dots in the top right and then select 'setting' then add the Home Location and wifi..
  • Is the Home symbol over the right house? No. yes.
  • In the phone app, from the map page click on the three dots in the top right and then select 'setting' then add the Home Location and wifi..
  • did the pod locate on the home wifi UA04? No it is not seeing the Home wifi. yes it was a UA04.
  • if the pod has located via a UA04 it will appear wherever the home location has been set. Double check the the 'home location is correct' in the settings..
  • has the home wifi been added successfully to the pod? I don't know.. No. yes.
  • Check the the wifi router is currently switched on. Is it centrally located on the property so that all areas of the house are covered. The pod may simply be out of range of the home wifi and has picked up on a neighbours..
  • Add the home wifi to the pod in the settings menu.
  • Go to the menu and select settings .
  • Was the location. Bluetooth (TBPD). wifi. GPS.
  • GPS Signals will not penetrate solid object. If the pod is indoors then the GPS signals maybe coming through a window. If the pod has a limited view of the sky like this then it will see a limited number of GPS satellites and this can lead to inaccurate locating.
  • One or more of the wifi routers the pod is seeing has recently been moved from another location and is incorrectly recorded in the Global wifi Database. This Should be corrected within a few weeks unless the area is very remote..
  • Check that the location services are turned on in the smart device..
  • is the pod turned on? no. yes. I dont know.
  • please turn the pod on: if it is a pod 1 or 2, hold the power button for 3 seconds. If it is a pod 3 please remove and replace the battery..
  • Remove and replace the battery with a fully charged one and then hold the power button down for 3 seconds. The lights should flash for 5min. .
  • what colour is the middle light on the pod? I dont know. green. blue.
  • You May not have reception in your area, please check the coverage. If there should be coverage in your area try turning the pod off and on again or perform a factory reset..
  • Check the pod by pressing the power button once quickly for less then one second. If the pod is on it will illuminate a moment later..
  • is the pod picking up on GPS or wifi signals. no. yes. I dont know.
  • your pod should be locating, try and locate again. if the app is not showing a position reported by the pod then there could be an app issue. Please escalate this to level2 support team..
  • advise the customer to take the pod outside in clear view of the sky and try another locate. GPS signals cannot penetrate buildings or dense foliage. Is there available wifi networks around. there may be a faulty wifi or GPS chip..
  • perform a locate on the pod and then look at the logs in the back end of the app..
  • Was the location via. Bluetooth (TBPD). Wifi. GPS. I dont know.
  • GPS Locates are usually accurate to within 5-10 meters. GPS Signals will not penetrate solid object. If the pod is indoors then the GPS signals maybe coming through a window. If the pod has a limited view of the sky like this then it will see a limited number of GPS satellites and this can lead to inaccurate locating.
  • wifi locations are usually accurate to wifi 25 meters. The more wifi signals available the more accurate the position will be. If the pod is at home check that the 'home location' has been correctly located. If the pod is locating via there home wifi signal then it will always appear where they have placed the home symbol..
  • check that the location services are switched on on their smart device..
  • look at the logs in the back end of the app. .
  • Which best describes the issue. Delayed notifications. False notifications. No notifications.
  • Check that the safe zone is actually turned on in the account. Then double check notification are turned on in the phone/smart device settings for our app. .
  • Check that the home wifi is added to the account. it might be necessary to increase the size of the safe zone. you can also advise the customer to place their wifi router centrally in the property to ensure good coverage..
  • check the refresh rate set on the safe zone. If the refresh rate is set to 10min then it can take up to 10 minutes before the pod will realise it is outside the safe zone. The pod will also need to be outside of the home wifi signal or it will still consider itself home. If there is poor cellular signal in the area the pod may also not be able to communicate its position untill it comes back into coverage..
  • what best describes the issue. dead battery. battery not lasting long. battery notifications. Cracked battery.
  • Check what mode the pod is in. The battery life will be very short in Adventure and safe zone mode. Check cell reception, in poor cell signal the pod will work harder to send an receive messages and this will drain the battery. If the pod ha good reception and is still draining fast in standby mode then their may be a faulty battery or pod. investigate further..
  • Check that the pod will turn on with their second battery. It may simply be a fauty battery in which case you can send them the link to order a replacement battery.
  • Check if the pod is still in warranty. if yes then send the customer the link to receive a replacement battery free of charge. If the the pod is outside of warranty then we may no longer have spares for their particular model type and you should inform the customer that they can upgrade to a new pod at a discount..
  • which best describes the issue. No battery status. No battery notification.
  • check the device settings to make sure Notifications are enabled for the app. .
  • with pod 1&2 the battery status is communicated via the 2G cell network. If the pod does not have cell reception it sill not be able to update the battery status. ensure the pod is switched on and check the colour of the middle light..
  • which best describes the issue. My pet damaged my pod . my pod won't turn on. my pod is cracked. My pod is lost.
  • The customer may purchase an upgrade at a discount. send them the replacement link for their pod..
  • send the customer the last know location. If they cannot find the pod the customer may purchase an upgrade at a discount. send them the replacement link for their pod..
  • have the customer check both batteries and charger. If the pod is still in warranty then they may be entitled to a free replacement if the pod has no obvious damage. If the pod is outside warranty the customer may purchase an upgrade at a discount. send them the replacement link for their pod..
  • Is the pod still in warranty? No . yes.
  • ask the customer for Proof of Purchase the pod ID and some picture of the pod. There is a prewritten response entitled "Details for replacement".
  • The customer may purchase an upgrade at a discount. send them the replacement link for their pod..
  • which best describes the issue. adventure syncing. activity syncing. connecting to the pod via Bluetooth BLE.
  • The pod will always record activity data but will only sync the information if the Activity monitor is switch on. check that they have BLE turned on and that the pod and their device are in close proximity when trying to sync. You can check the historic logs to see if the pod has ever located via BLE (TBPD) if it has then it is unlikely to be a faulty BLuetooth chip. Advise the customer to update their operating system and download the latest version of the app..
  • You cannot connect to the pod directly from your device. You will need to connect and sync from inside the app..
  • which best describes the issue. my adventure won't sync. my adventure is blank.
  • adventure recordings are GPS only. GPS signals will not penetrate solid objects. This means that if the pod di not have a view of the open sky then it may not pick up any gps signals and there will be no locations to record. Check the length of the adventure. If the adventure is too short it may not have seen the satellites. check the historic logs to see if the pod has ever seen a satellite. if there has never been a GPS signal then the pod may have a faulty GPS chip. test this by getting the .
  • check that they have BLE turned on and that the pod and their device are in close proximity when trying to sync. You can check the historic logs to see if the pod has ever located via BLE (TBPD) if it has then it is unlikely to be a faulty BLuetooth chip. Advise the customer to update their operating system and download the latest version of the app..